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Some products are of limited availability, some may require additional notice for ordering and some are date restricted, in which case it will be noted in the product’s description. On a rare occasion quantities might just need adjusting on our website – please drop us an email or call us at 07514092770, we’ll be happy to confirm availability and amend your order, if need be.

Please ensure you're entering your post code in CAPITALS with a SPACE between the two parts of the post code, for example: NW10[space]6QN.
Please check your post code is within our UK or London post codes list. If it is or you believe it should be, please contact us and we will happily review it.

Please enter your post code in CAPITALS with a space between the two parts of the post code to the post checking box.
Examples: NW10[space]6QN, IG1[space]1XY, OX1[space]2BR.
Please ensure we deliver to your area by checking your post code is on our UK or London post codes list.
Click & Collect orders - please ensure your basket is £40 or above.

Cut off point for London Local same day delivery is 11:00 am and for Rest of London & UK next day delivery 12:00 pm.
We do not deliver within London Local on Sundays and not on Mondays & Sundays within Rest of London & UK.
Some products are date restricted, i.e. burger buns on the weekend, Steak Club, seasonal pr festive products.
Please check you do not have these products in your cart – information will be available in the product description.
Your chosen date might be full, as we have limited daily delivery slots.
Although we always try to extend these according to demand, some busy periods might reach capacity.
You can always contact us to double check availability – we are always happy to review it.

Please ensure all required shipping details are provided,
thoses include: EMAIL ADDRESS, TELEPHONE NUMBER, CITY, POST CODE AND AT LEAST ONE LINE OF YOUR ADDRESS or HOUSE NUMBER.
Please check your post code is correct and matches your address.

We do not have any control over the autofill feature of your Shop App or saved addresses.
It's crucial to manually verify and update your shipping details to ensure a smooth delivery process.

Although we’re constantly working on improving and customising our website, at times an automated notification is generated by the platform,
content of which may not necessarily be correct. However, it means something has gone wrong and your products or information provided in the post code checker must be reviewed.
Please try to apply other troubleshooting solutions listed above or alternatively call us at 07514 092 770 (7am-3pm)

Ensuring a successful and fast delivery to your door and providing safe, sustainable packaging is not cheap and whilst we would love to offer a free service for all our customers, we need to share the cost. Please refer to delivery charges outlined on our Delivery + Click&Collect info page.

You can read more about our eco Delivery Partners and sustainable packaging in the other sections of the current page.

Our delivery fees are subject to your post code and a delivery partner we use to fulfil your order. You can read more about our eco Delivery Partners in the sections above and our delivery charges are explained on our Delivery + Click&Collect info page.

At times, when using a discount code, your order may fall into a delivery charge threshold, after the discount has been applied.
If this is the case, please contact us and we will happily review whether we can adjust the amount we charge your order at accordingly.

Please note: we reserve the right to apply a higher than standard delivery charge regardless of the basket size, during a festive period or when delivering on Bank Holidays. This will be clearly communicated at the checkout and in the festive product collections and it doesn't affect your rights.

Payment methods accepted are:
all major cards, except Diners Club;
PayPal,
GooglePay,
UnionPay,
ShopPay (excl. BNPL schemes),
ApplePay (on Apple devices).
Please ensure your billing details are correct in line with your payment method.
If all above checks out, please contact your bank.

Please ensure you’re using the correct discount code, within its expiry date and with an email address it was sent/applied to.
Some discount codes are not valid in conjunction with other promotions or for Christmas, Thanksgiving or Easter orders.

Please check your spam/junk folder of the email account used at the checkout.
If you still cannot find your order confirmation email, it's also possible there was a typo in your email address - please contact us at online@provenancebutcher.com from an email address you were meant to use with your order, provide your name for the reference and we will find your order by your name and resend the Confirmation email to you.

Your order will be delivered on the day chosen by you at the checkout. It is also specified in your Order Confirmation email.

On the day of delivery, a Shipment notification email is sent upon dispatch of you order, followed by an estimated delivery time window text message containing a live tracking link. You will find detailed information on the Delivery + Click&Collect page.

Text notification is only sent if your correct UK mobile number has been provided at the checkout.

London Local deliveries via e-cargo bikes – please call us at 07514092770 or email online@provenancebutcher.com
We will do our best to make alternative arrangements. Please note on a rare occasion, we might not be able to, due to logistical restrictions.
Rest of London & UK deliveries – please use a link provided in the Packfleet or DPD delivery notification to nominate a neighbour or specify a safe place to leave your order in. We are not able to assist with changing a Packfleet or DPD time window.

Please check delivery date and shipping details in your order confirmation email.

Please check if your order hasn’t been received by other household member or been delivered to a neighbour or left in a safe place. In case of the latter, the courier company or Provenance would follow up with an instructions in regards to the whereabouts of your delivered order.
The last 2 eventualities would only occur if requested by customer or if the courier cannot get in touch and attempts a delivery multiple times.

In case of Rest of London & UK orders – in the first instance please check with the courier company (Packfleet or DPD) using the link in
their notifications. When this fails please contact us directly.

London Local orders – if your delivery date and address is correct, and you had no communication from us in regards to the delivery of your order,
please contact us directly quoting your Order Number.
 

Once order is placed, you are unable to change it via our website, but we are more than happy to change it for you with a sufficient notice provided.
Please note orders cannot be amended after dispatch (which takes place on same day as delievry date for London local and 24 hours before delivery date for Rest of London & UK).

In most cases, when order is cancelled, the payment has not been captured yet, meaning it has only been authorised and it’s in your pending transactions. Hence there is no need for a refund as the money will be automatically moved back to your account by your bank.
This may be instant or it may take up to a couple working days.

Please check the total weight of the product, at times cuts may be bigger resulting in less pieces, but overall weight being as ordered.
Please also check the quantity number on the label as sometimes multiple pieces of the same product are packed together.
Otherwise please contact us providing your order number and we will find the best possible resolution.
 

Contact info & opening times
Email: online@provenancebutcher.com
Call: 0751 4092 770
Online customer service office regular opening times: Mon-Sat 7:30am
3:30pm. We are usually closed on Bank Holidays.
Please note our opening times may vary from time to time and are subject to change without notice.

 Orders
Orders accepted via our website only.
Provenance Village Butcher cannot take responsibility of incorrectly placed orders, including shipping details and delivery date and instructions.
Please ensure your orders is correct before checking out.

Orders placed can only be changed under Provenance Village Butcher
discretion, no later than 48 hours prior to the delivery date.
Provenance Village Butcher reserves the right to capture order payments
in full at any point prior to order’s dispatch.
Products and prices are subject to change with no notice (you will never be charged extra if the product’s price/spec changes between you placing and receiving the order).

 Delivery T&C
Delivery times – as stipulated in the London Local and Nationwide
Delivery sections at the top of this page. Please note: We will endeavour to deliver within these times however, occasionally the delivery times may vary, subject to traffic and other unforeseen circumstances.
It is customer’s responsibility to facilitate the receipt of the delivery.

A)    LONDON LOCAL
In case we are unable to deliver due to no access, we will attempt to contact the customer on the telephone number provided. If no contact is made, the order will be left in one of our shops for collection if that is possible to arrange. The customer will be notified of the location.

We will accept requests for orders to be left with a neighbour or a nominated safe place with a prior agreement. Provenance Village Butcher cannot take responsibility for these orders once delivered.

B)    REST OF LONDON & UK
DPD and Packfleet handle the delivery of UK orders.
In case DPD/Packfleet is unable to deliver due to no access and no alternative delivery option has been chosen via link in the notification prior to delivery, order will be returned to the depot.

Unfortunately, due to the nature of the shipment, DPD does not offer second delivery attempt.

Packfleet does offer a second delivery attempt on the next day, however please note we can only guarantee correct temperature of the insulated packaging for the 24hrs. After that we cannot take responsibility for incorrect products’ temperature at arrival.

Collection times:
Mon-Fri 2:00pm - 7:00pm
(Queen's Park & Wimbledon - 2:00pm-6:00pm)
Sun 10:00am-4:00pm.

Sunday orders must be placed by 10:00am on Saturday.

Minimum order is £40.00.
Your order will not be ready for pickup before stated above times as it is freshly prepared and transferred from our production site on the day of collection.
Uncollected orders - we will contact customer using contact details provided. If order is not collected within 2 days from the collection date, it will be discarded and no refund will be offered.

Order cancellations must be submitted in writing via email directly to online@provenancebutcher.com, no later than 48 hours prior to delivery date.
No other form of cancellation will be accepted.
The cancellation is only deemed as confirmed on the receipt of a respond email from the Provenance Butcher Team.
Refunds are issued under Provenance Village Butcher discretion only.
We will investigate any complaint on an individual basis and endeavour to find the most satisfactory resolution, deemed reasonable by us.

We always strive to deliver the best quality product and service however, on a rare occasion, we may fall short. Please submit any feedback or complaint via email: online@provenancebutcher.com .

We will respond within 24 hours from the receipt of your complaint, Monday to Saturday.

We will endeavour to resolve your complaint within 48h from the complaint acknowledgement and no later than within a week, depending on the nature of the complaint. Please note in some rare cases we may have to conclude an investigation that requires longer than 1 week, in which instance we will keep you updated.

If you are unsatisfied with the outcome, we will provide you with details where you can escalate your complaint. Customer who feels their complaint has not been resolved after the escalated stage of this process can forward the complaint to the relevant independent ombudsman service, details of which will be provided on request.